No feedback, no return calls

After numerous calls and holding on for 20min before anybody answers the call, I still don't know more on what is going on with my claim. Complaints consultant promised to phone me a week ago and I still haven't received a call. Consultant promised to phone me back today before 16:30, it is now 17:00 and no call received. I tried to phone again and held on for 15min with no answer again!!!!!! I have not received such bad service from a company in my lifetime. This is my money and I don't have any idea what is going on!!!!! No info can be given even if I gave all relevant security answers. I mean really. What info does your company want in order to give a client information!!!!! Sick and tired of holding on for ever and getting nowhere